System Center 2012 – Service Manager (SCSM) : Useful Links, Guidance and Resources

After all my customer engagements, I tend to share a long list of Links, Resources and Guidance.  I though it was waaaayy time that I blogged a list like this, so here it is!


List of Build Numbers

SCSM 2010
CU1 (oct 2010)
CU2;EN-US;2193861 (oct 2010) 7.0.5826.875
CU3 - (oct 2010) 7.0.5826.886

SCSM 2010 SP1 -  (Feb 2011) 7.0.6555.101
CU1 - (Feb 2011) 7.0.6555.101
CU2 - (may 2011) 7.0.6555.115
CU3 - (nov 2011) 7.0.6555.128
CU4 - (jul 2012) 7.0.6555.131

SCSM 2012 (7.5.1561.0)
UR1 (May 2012)  NO Service Manager Updates
UR2  (nov 2012) 7.0.1561.106
UR3  (dec 2012) 7.5.1561.116

SCSM 2012 SP1
UR1 -  (jan 2013) NO Service Manager Updates


What’s new in Sp1

My experience of Upgrading to SP1:

How Microsoft Upgrade to System Center 2012 SP1 - Service Manager SP1:

SP1 Evaluation VHD

Accounts used for running setup:

Infrastructure Planning and Design Guide
Details -
Download -

Connector Account Requirements:

Disaster Recovery Guide for System Center 2012 - Service Manager

Port Assignments

Quick-Start Deployment Guide

SSP Installation


Troubleshooting Workflow Performance And Delays

Data Warehouse / Cube Processing


Why Work Item IDs do not increment uniformly:

Visio Diagram of Data Model

Hardware Performance:

Guidance for Installing System Center 2012 - Service Manager on Virtual Machines

Planning for Performance and Scalability (includes link to job aids which includes sizing helper)

Service Manager Performance

Grooming / Data Retention

This is the best article I know that describes grooming and data retention for the Service Manager DB:

Retention in the Data Warehouse

In summary:

When something is deleted (manually or via a connector) it is marked as ‘PendingDeletion’ in the ServiceManager database.
When it is flagged like this, it will not be visible to console users. 
It is important to know also that deleting a connector will flag all data that was imported via it, for deletion.
When our grooming job next runs (daily at 3am by default) then the item actually gets deleted from the Service Manager database. Prior to this job running, an object can be restored that was accidentally deleted, using the restore option in the console.
In terms of the Warehouse, this will store all data for 3 years by default, and grooming has to be adjusted manually in the SQL tables for each kind of data, as described in the blog article above.


Service Manager 101 Focus on Incident Management

User Role Permissions

Required SharePoint Permissions for access to SSP

User Roles PowerShell Report Using SMLets

Differences between ‘My Incidents’ and ‘Assigned to Me’ Incident views
Although both of these views will show incidents that are assigned to the logged on user looking at the view, the difference between these views is the columns that are displayed.
The ‘Assigned to Me’ includes SLA-related columns.

Incident vs. Incident (Advanced) Class Use
It is necessary to use the Incident (Advanced) class if it is necessary to base views and queues on criteria involving relationships, for instance a queue showing all incidents where the Assigned To User is empty.
Views created using the ‘Advanced’ class will take longer to load than those using the basic class, due to the amount of data loaded.  More detail on this can be found here:

SLA Management and Notifications

Release Management

Sample helpdesk Scenarios:


Service Manager 101: focus on incident Management

Create an Incident on behalf of another user in the SSP (another blog post of mine)

Publishing Announcements to the self-service Portal

Importing holidays from Outlook into SLA calendar:

Publishing Data to a SharePoint Calendar:

Surveys Using SharePoint:

VIP users:

Reset password:

Dynamic approval steps in Service Manager with a bit of Orchestrator magic

Hide Incident Classification list in SCSM end portal?

SCSM 2012: Attach file on incident creation

Options for Self Service Software Provisioning:

Controlling Access to Knowledge Articles

How to delete items from the Incident Classification List

Deleting work items created for test purposes

Using And / Or Criteria in Workflows and Notification Subscriptions

Change Request and Incident Data passed to Activities
This requires some custom coding and class customization using the authoring tool as described here:

Out of the box, the following is provided: Incident from incoming email -
Outgoing Emails as Work Items are Created / Updated using the workflow / subscription functionality
(For example an incident is assigned to a specific support group like Tier1, so create a subscription to notify a Tier1 DL that a new incident has been assigned to the support group and needs to be individually assigned)

Exchange Connector:

Notify upon Incident / Activity Assignment or Re-Assignment:

Creating Notification templates

Using Data Properties From the Parent Work Items in Activity Email Templates

Add Portal URL

Using Mail-Enabled Universal Security Groups (MEUSGs) to notify groups

Use MS Word to Create HTML for notification templates:


2012 RTM Tool -
2012 SP1 Tool -


What Kind of Skills are Needed to Customize or Extend SCSM

Service Manager 2012 Authoring Guide


Custom Views based on Type Projections (Example - All the incidents assigned to a anybody that is in a particular office or department)

Creating Views based on User – e.g. a view to show all incidents assigned to a specific user etc. (should help with view by Department too):

All Work Items Assigned to me View:

Changing column headers in Views:


Create a Custom task to reopen incident

Creating an Incident from a template more quickly (avoiding need to use template picker)

‘Request User Input’ Task

Configuration Manager remote assistance task


Management Pack Best Practices:

Sealing a Management Pack in System Center 2012 Service Manager

SN.EXE Tool included in Windows SDK Download:

Sealing Management Packs using the Authoring Tool:


Good tips on Form Customization:

How you can create custom forms using XAML and C# code

Adding Custom Properties to a class and a form:

Creating Custom Controls for use in forms:


Add Account Dept ID Property to Windows Computer class:

Create a Monitor Class:

Add a Customer / Company Class:

Create a Quick Call Work Item class:


Creating Workflows with the Authoring tool:


Reports, Dashboards and Cubes - Service Delivery & Automation>Service Manager 2012: System Center Data Warehouse, Reporting and Dashboards


Service Manager Data Warehouse CMDLESTS

Service Manager Administrator CMDLETS:


Using SMlets

Changing incident status (automatically closing) with PowerShell Scheduled Tasks

I actually used the script in the comments section of this link to come up with the following:

CD 'C:\Program Files\Microsoft System Center 2012\Service Manager\Powershell'
Import-Module .\System.Center.Service.Manager.psd1
$SomeDaysOld = (get-date).adddays(-3)
$UNC_Now = (get-date).ToUniversalTime()
$IncidentClass = Get-SCClass -Name System.workitem.incident
$Inc_resolved = Get-SCClassInstance -Class $IncidentClass -Filter "Status -eq IncidentStatusEnum.Resolved" | ?{$_.ResolvedDate -lt $SomeDaysOld}
  If ($Inc_resolved -ne $null)
     foreach ($Inc in $Inc_resolved)
             $Inc.Status = "bd0ae7c4-3315-2eb3-7933-82dfc482dbaf"
             $Inc.ClosedDate = $UNC_Now
             Update-SCClassInstance -Instance $Inc
Remove-Module System.Center.Service.Manager

Note, the full script at the link Includes Service Requests, but I just wanted to do this for incidents.  My above example would close incidents where the resolve date is more than 3 days ago.  This can be changed in the third line.
Once you have a script like this, it can be saved and ran as a scheduled task, or you can schedule it to run as a workflow either using the Service Manager Authoring tool or Orchestrator.

Deleting work items created for test purposes
Note in SCSM2012, there is a built-in powershell cmdlet that can be used, removing the need to download and use the smlets from codeplex.


Using the CSV Import Feature

Using a CSV File to Import Data into Service Manager

Importing Users via csv and setting locale and time zone information

Another CSV import Example


Customizing the SCSM 2012 Self-Service Portal–How do I change the “Need Help?” or Description Text?

Customizing the self-service portal to have a generic request point to a service request rather than an incident:

Customize the SSP Portal Header:

How to Write a Custom Webpart using Service Manager Base Webpart

How to Deploy Service Manager Webparts to an Existing SharePoint Site

Part I - Custom Silverlight module for Service Manager 2012 portal


SCCM, SCSM and Primary User
The Primary User field is populated based upon the User Affinity data  which is automatically brought in by the Configuration Manager connector.  This has the effect of displaying default CIs for selection, when picking an affected user:
Setting up User affinity resources:

Configuration Manager remote assistance task

Enabling Asset Intelligence in Configuration Manager to populate Software Inventory Details:
Asset Intelligence in Configuration Manager:

Application Approval Workflow Solution Accelerator
This is a Solution Accelerator available from Microsoft which provides required integration pieces for config Mgr, Orchestrator and Service Manager 2012 in order to allow end users to request software via the Config Mgr application catalog, and for Service Manager to

track and control the approval process.
Download -
Demo video -

Working with Orchestrator and Relationships

Orchestrator and Service Manager Integration Training:

Real World Examples of Service Manager and Orchestrator Integration

FAQ: why don’t new folders / Runbooks show up in SCSM?

Runbook Statuses in Service Manager

Using Orchestrator

How to Import Management Packs for System Center Operations Manager Configuration Item Connectors

Network device import

Cireson -
Provance -
GridPro -


Private Cloud MCSE Certification

Private Cloud Jump Start Training

Microsoft Virtual Academy Training


Private Cloud Demo Extravaganza Videos!

Session Recordings and Slide decks from Microsoft Management Summit 2012


MMS (Microsoft Management Summit)
MMS is our annual System Center / Manageability Conference that we have held historically either in Las Vegas or San Diego.
The links to the recordings of the 2012 sessions together with the opportunity to register for MMS 2013 can be found at the MMS 2013 website:


System Center Community Wiki Page